Sovereign Pier on the Waterways

Beautiful accommodation with great views. Love the pool and spa. It’s spacious and clean and staff was friendly.

Won’t be going back (twice now) Management not doing a great job, dishwasher full of stinky dishes, hospitality lacking, having to remove rubbish & recycling is not a guests responsibility and to be threatened with fines for not doing so is mean spirited and not hospitable , tired apartments, beds need an upgrade esp for the $$ great location but that’s about the only positive Lady was lovely to take photo of our group😉

We have stayed here on holiday from Australia several times in recent years and have always enjoyed the facilities and the warm welcome. This time was VERY different. We arrived at a quarter to two on a Saturday afternoon after a long drive and were pleased to see the “we are open” sign on the office, so went straight in ( the door was open). No-one was at the desk, so I called out “hello?” and after a minute an aggressive older man came from out the back, saying rudely “It’s not 2 pm yet! We are not open! We have just finished cleaning and we are trying to have our lunch”. I said I would go back and sit in my car for 15 minutes, and left. I was quite nonplussed at this treatment. I returned at 2pm. The man was clearly still hostile. I told him that we had been coming to SPOTW for years and had never experienced such rudeness. I suggested that he should have welcomed me politely, explained that they would be ready in 15 minutes, and asked me if I’d mind waiting. I also recommended that he undertake some customer service training. He then questioned my booking and suggested I wasn’t booked in and that he would turn me away!? He then magically found our booking and processed my payment. I indicated that I would be describing his behaviour in a TripAdvisor review. He boasted that he’d been “threatened” with TripAdvisor reviews before. I asked if he was new. He said yes, they were from Australia (how embarrassing to me as an Aussie!) and they made a successful business by purchasing and doing up properties and selling them for a profit. I found the whole experience distressing, and wonder how such a lovely property could be fronted by such an unpleasant manager. As a result of this experience, this will regrettably be our last visit to SPOTW.